Isos Technology Deploys JIRA Service Desk for Government Contractor to Support Large Scale U.S. Military Help Desk

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New solution provides military grade service desk solution to benefit more than 100,000 IT help desk users

JIRA Service Desk Help Center
Isos Technology migrated our military client's help desk to JIRA Service Desk on a very tight timeline. They were able to quickly deliver a project plan and resources to implement the project successfully and on time.

Isos Technology, an Atlassian Expert and leader in enterprise software development, announced the completion of its JIRA Service Desk implementation to support a major government contractor's launch of a help desk to benefit members of all branches of our military and their families.

The contractor needed an enterprise level IT Service Management (ITSM) application to service their military client's IT help desk. Isos worked with the contractor and their military client to design and implement an integrated Atlassian JIRA Service Desk (JSD) solution that was tightly integrated with the existing Atlassian toolset, internal service workflows and mission-critical systems.

JSD gave the contractor and military client an easy-to-use, intuitive solution for creating and tracking IT service requests. Built on the JIRA platform, JIRA Service Desk will help:

  • Improve the help desk experience for their clients through an intuitive, user-friendly interface
  • Simplify support through an automated queue prioritized by customizable Service Level Agreements (SLAs)
  • Optimize agent experience with specific filtering for agent queues
  • Tie into the Confluence Knowledge Base to provide self-service for common and known issues
  • Access progress and performance in real-time to gain instant visibility of help desk operations

“Isos Technology migrated our military client's help desk to JIRA Service Desk on a very tight timeline. They were able to quickly deliver a project plan and resources to implement the project successfully and on time,” said the director of the government contractor. “Now the military client is benefiting from a help desk solution that will help their team run more efficiently and effectively, while delivering responsive, top-notch service for their clients.”

In addition to JSD, Isos worked with the government contractor to install, upgrade and reconfigure the military client's Atlassian Confluence and JIRA environments. The team also implemented Click2Clone and Crowd Migration to further optimize their Atlassian toolsets, as well as provided production support, QA and cutover services.

About Isos Technology
Isos Technology is a leader in solving complex business, people and technology challenges in today’s enterprise. The company’s in-depth expertise in process automation, agile software development, mobile applications and IT recruiting means clients get top engineering talent to help make their project, team, products and company an unequaled success. Isos has strategic partnerships with industry-leading organizations including Atlassian, Liferay, Amazon and IBM, and is an Atlassian Platinum Expert. The company’s management team and software engineers all share their expertise on the corporate blog as well as Twitter, LinkedIn, Google+ and Facebook. For more information, visit http://www.isostech.com.

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Danny Riley
danny.riley@isostech.com
+1 (480) 366-5784
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Isos Technology
since: 12/2011
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